eringilliam: customer-feedback*

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  1. Surveys might be undermining every customer experience improvement you’re trying to implement. While that may sound counterintuitive, according to a 2016 study of customer perceptions by CEB (now Gartner), 75% of customers agree that their survey experience influences their overall impression of a company ("Closing the Customer Feedback Loop," Gartner's CEB Leadership Council). In short, customers see their survey experience as a component of their customer experience; it’s another touchpoint that impacts their overall relationship. Yet, the increasing ease with which surveys can be created (sometimes without regard for best practices or sound research methods) has led to an ever-increasing number of feedback requests — threatening the quality of those survey experiences and potentially eroding companies’ brand image or increasing customer friction. As a result, organizations must reflect on their survey practices and ask, “How do we adapt to effectively capture customer feedback while improving the customer experience?”
    https://www.salesforce.com/blog/2018/03/how-salesforce-is-leading-customer-feedback.html/
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  2. How do we know our customers are happy? How can we find out if we’re doing a good job? Or maybe more importantly, how can we find out if we’re doing a bad job?

    We need to know what our customers, clients, members, guests, etc., think about doing business with us. It’s validating to know we’re doing a good job. And, if we happen to learn that we’re not, then we can do something about it. Not just for that individual customer who has a complaint, but for all future customers who might have the same complaint. So, how do we find out?
    https://www.forbes.com/sites/shephyken/2016/07/16/nine-ways-to-get-customer-feedback/
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  3. Have you ever been at a loss when trying to optimize your emails, your website, and other aspects of your business?

    Of course, you have! We all have.

    The frustration keeps building as you try to figure out what’s keeping you from seeing the results you were expecting, but you can’t seem to identify the problem.This is where customer feedback comes to the rescue.
    https://sleeknote.com/blog/customer-feedback/
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  4. Recruitee is a cloud-based ATS (Applicant Tracking System) that streamlines the recruitment process. In order for us to successfully save our users’ time and effort during hiring, we have to listen to their feedback! While we have a firm grasp on how to best execute recruitment software in order to produce results, there may be a feature every once in a while that could be improved for the vast majority of users. It helps tremendously to receive feedback on feature requests, bugs, or other comments, because we are constantly updating and improving the software to be the best it can be and allow our users to make the best hires possible....
    https://mopinion.com/guest-post-customer-feedback-tips-software-company-recruitee/
    Tags: , , by eringilliam (2018-03-22)
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  5. Out of all the social networks where people rant and rave their opinions, why should your business still care about Twitter?

    Even as newer, “hotter” networks gain steam, Twitter remains a great platform both for customers who need to reach out in real time and for businesses looking to learn more about their customers.
    https://www.searchenginejournal.com/twitter-customer-feedback-loop/210418/
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  6. Collecting feedback from your shoppers and customers allows you to better cater to their needs, preferences and values, and a few rather unorthodox questions can provide the information needed to direct your attention to a plethora of possible solutions.

    Customer feedback surveys are a little boring, but they’re important. If you don’t know what people think, then you have no real way to gauge how well you’re doing. If you aspire to innovate and grow, these surveys can give you the information you need to make those changes happen. Asking a few unorthodox questions can open your eyes to even broader possibilities.
    https://retailnext.net/en/blog/7-meaningful-questions-to-add-to-your-customer-feedback-survey/
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  7. New research by the Commonwealth Bank shows the Australian retail sector has fallen behind the average business when it comes to innovation capabilities, and retailers should seek customer feedback to gain that innovation.
    https://www.channelnews.com.au/cba-oz-retail-industry-innovation-falls-behind/
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  8. Companies with the best-in-class Voice of the Customer (VoC) programs achieve 10 times higher YOY increase in revenue compared to other firms. Furthermore, they retain 55% more customers, experience an average drop of 23% in YOY customer service expenses, and boast employee engagement rates that are 292% higher.

    So, if your Voice of Customer isn’t delivering noteworthy results, then it’s time to take a hard look at what’s going wrong.

    Making your VOC program best-in-class isn’t simple, but there are certain things that can be detrimental to it. Things you should ideally avoid doing. So, we decided to make a list of the 5 main things that can sabotage your Voice of Customer program.
    https://customerthink.com/5-things-that-can-sabotage-your-voice-of-customer-program/
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  9. If you’re not actively gathering customer feedback—and acting on this feedback—you’re losing out. Why? The happier you make your customers, the more likely it is that you’ll retain them. Bearing in mind that it’s six to seven times more expensive to acquire a new customer than it is to retain an existing one, I’d say you should definitely invest your time and effort into making the most of your customer feedback.
    https://www.allbusiness.com/5-ways-customer-feedback-can-help-beat-competition-115931-1.html/
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  10. We need our emotions to help us make decisions. Without sadness, anger, and disappointment, we wouldn’t know when something has gone wrong or how to fix it. Similarly, our excitement and sense of pride tell us what we are doing right and remind us to keep doing more of it.

    This not only affects our personal lives and relationships, but our professional ones as well, especially when it comes to ecommerce and online reviews.
    https://blog.smileback.io/the-emotional-science-behind-bad-customer-feedback-/
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Mopinion: The Leading User Feedback Tool

Mopinion is a proud sponsor of User Feedback News. The voice of the online customer is taking on an increasingly important role when it comes to improving websites and apps. So web analysts and digital marketeers are making more and more use of User Feedback Tools in order to collect feedback from the user. Mopinion takes it one step further and offers a solution to analyse and visualise user feedback results from your websites and apps wherever you need them. The real challenge for companies is not about capturing feedback, it is about how to make sense of the data.